The Basics

This single-element standard contains the simple requirement that members of the drug utilization management staff identify themselves by first name, title, and the name of the organization upon request.  If you work for a subcontractor of the organization, it is the name of the organization that employs the subcontractor that you must identify on request.  The standard primarily deals with incoming calls from consumers, pharmacies, and prescribers.

Management Tips

Management's responsibility with regard to this standard is simply to make sure that this requirement is included in the policy and procedure and to make sure that the staff is trained to give this information upon request.

URAC Accreditation Tips

The single element of this standard is weighted 2.

The only documentation that you need to submit for the desktop review is the applicable policy and procedure.

For the on-site review, not only will the reviewer interview those members of the drug utilization management staff who receive inbound calls, but also will listen in on such calls to make sure that staff members comply with the standard.